• 한국식생활문화학회지
• /
• 제20권5호
• /
• pp.538-547
• /
• 2005

Customer needs in food service industry is not only demanding high quality product(food), but also high quality service. Therefore, how to provide high quality service based on customers expectation, and how to design the service systems by food service industry or restaurants are important task. This study is service quality of Korean restaurant customers, it aims analyzes factors influences service quality of food service industry based on the perception of pork-belly specialty restaurants customers. It is expected that there is significant difference according to gender concerning level of satisfaction in service quality of food service industry as a result of analyzing the level of satisfaction for frequency of eating out relatively to the purpose of eating out, and researching the level of satisfaction for service quality of food service industry after visiting the restaurant. Based on such results, solutions that can cope with social, cultural and economical environment of food service industry are suggested. Selection of food service business, samples, and purpose of eating out, which are limits of this study, needs to be studied continuously in the future after diversifying and segmentation.

• 무역상무연구
• /
• 제33권
• /
• pp.167-190
• /
• 2007

The aim of the study is to investigate the factors which decide an airport service quality and the differentiation of perception on the airport service quality between airport users and airport authority. For the purpose of this study, the determinants of airport service quality were factors analyzed on the basis of service marketing concept. In order to identify an airport service quality dimension, the writer conducted mail survey and individual interview from the Korean freight forwarders, the 3PL entities, integrators and the airport operation authority. The result of this study is summarized as follows. 1. The dimen measurement was confirmed as a superior method to dimension of service competitiveness.sions of airport service quality consist of five factors; tangibles, reliability, responsiveness, assurance, empathy. 2. There are notable differences in cognition of airport service quality between airport authority's perception and airport customer, and between airport customer's perception and expectation.

• Communications for Statistical Applications and Methods
• /
• 제7권2호
• /
• pp.489-497
• /
• 2000

The M/M/1 queue with impatient customers is studied. Impatient customers wait for service only for limited time K/0 and leave the system if their services do not start during that time. Notice that in the analysis of virtual waiting time, the impatient customer can be considered as the customer who enters the system only when his/her waiting time does not exceed K. In this paper, we apply martingale methods to the virtual waiting time and obtain the expected period from origin to the point where the virtual waiting time crosses over K or reaches 0, and the variance of this period. With this results, we obtain the expected busy period of the queue, the distribution, expectation and variance of the number of times the virtual waiting time exceeding level K during a busy period, and the probability of there being no impatient customers in a busy period.

• 한국CDE학회논문집
• /
• 제14권2호
• /
• pp.105-114
• /
• 2009

A design needs various experience and design knowledge through a whole design process. Despite of all efforts and time, it is not easy to introduce a product that meets all customer's needs and expectation in time. To achieve the product goal, designers need a set of sequential process to find appropriate design parameters and ensure customers' needs and requirements. In this research we propose a design methodology for the initial design of an excavator front group with existing QFD(Quality Function Deployment) and Axiomatic Design to satisfy customer's requirements. It turns out that the proposed methodology can support designers more effectively, objectively, and systematically.

• 한국의류학회지
• /
• 제23권8호
• /
• pp.1170-1181
• /
• 1999

본 연구의 목적은 미국 의류점포의 판매규정과 고객의 점포에 대한 기대가 판매원과 소매점에 대한 만족과 평가에 미치는 영향을 조사하는 것이다 미국에 거주하는 한국 소비자들을 대상으로 먼저 시각적으로 분위기가 다른 두 점포에 따른 고객의 서비스에 대한 기대를 측정하기 위해 슬라이드를 보여주고 의류업체의 판매규정에 따른 의류에 관련된 문제상황을 설명해주는 시나리오(판매원 노력에 의한 문제 해결 또는 소비자 노력에 의한 문제해결)를 읽게 한 후 설문지를 작성하게 하였다 그 결과 업체의 판매규정이 판매원의 서비스에 대한 만족도와 평가 의류점포서비스에 대한 만족도와 평가에 영향을 미치는 것으로 나타났다.

• 한국산학기술학회논문지
• /
• 제15권6호
• /
• pp.3490-3498
• /
• 2014

본 연구는 골프연습장의 유형에 따라 소비자가 지각하는 서비스기대 및 품질, 골프연습장 선택이유, 고객만족 및 고객충성도와의 인과관계를 규명하고, 그 차이를 분석하고자 서울시와 경기도, 부산시, 대구시, 광주시 소재 골프연습장을 이용하는 소비자들을 대상으로 조사한 후 다음과 같은 결론을 얻었다. 실내 외 골프연습장의 선택이유는 고객충성도에 직접적인 영향을 미치지는 않으나 고객만족과 서비스기대를 통해 고객충성도에 간접적인 영향을 미치는 것으로 나타났다. 서비스품질의 경우 실내골프연습장은 실외골프연습장과 다른 차별화된 서비스를 제공할 필요가 있다. 실내 외 골프연습장 모두에서 고객만족은 서비스품질과 고객충성도의 관계를 강화시켜 주는 중요한 매개변수로 나타났다. 이상의 결과 급속하게 증가하고, 다양화하는 골프연습장의 신규와 재방문을 높이기 위해서는 차별적인 서비스 제공과 운영관리 등을 통해 골프연습장의 긍정적 이미지와 충성도, 만족도 등을 창출하여야 하고, 고객만족 경영을 위하여 이를 지속적으로 관리해야 할 것으로 사료된다.

• 한국정보통신학회논문지
• /
• 제19권10호
• /
• pp.2389-2395
• /
• 2015

효율적인 기업경영을 위해서 가장 중요한 요소는 고객 만족도의 정확한 피드백인데 우리나라에는 서비스산업의 고객 만족도 측정에 대한 정량적이고 표준화된 시스템이 부족한 상황이다. 본 연구에서는 보다 심층적이고 다양한 설문조사 및 분석을 통해 고객만족도를 효율적으로 평가할 수 있는 표준화된 설문 시스템을 제안한다. 제안하는 시스템은 프로세스 기반 서비스의 고객만족도를 수집 및 분석하는 시스템으로 설문 문항의 설계가 용이하고 스코어링 시스템을 도입하여 서비스 및 단위서비스에 대한 품질 수준을 정량적으로 평가하고, 개선해야할 요소의 우선순위를 제공하여 효율적으로 고객만족도 관리가 가능하다. 또한 오프라인이 아닌 온라인을 이용한 설문조사를 통해 비용 및 조사기간을 단축하고 상품별 단순한 만족도 조사뿐만이 아니라 프로세스별 비교분석, 추이분석, 기대치 분석 등 다양하고 상세한 분석 기법을 적용하여 효과적으로 개선 대상 서비스를 도출하고 개선할 수 있는 기회를 제공한다. 적용사례로써 관광서비스 대표기업인 국내 최대 규모의 여행사에 적용하여 제안하는 시스템의 효율성을 입증한다.

• 한국생활과학회지
• /
• 제22권2호
• /
• pp.301-313
• /
• 2013

Though customer delight is becoming one of the most important marketing key words, research in a retail setting is limited. With the dramatic growth of online retail shopping, this study explored customer delight experiences in online shopping malls by identifying the delight elements and analyzing the elements by online purchase steps. A total of 124 delight experiences collected from an unstructured questionnaire were content-analyzed. Delight elements in online shopping were categorized into service, product, price, delivery, package, and shopping mall operation in that order. Service related elements including free gifts and letters, recovery efforts for service failure, kind employees, and easy return were most frequently observed. Delights were experienced at the product receiving point, the prior-to-purchase point, the order-to-delivery point, and the post-purchase point in that order. The results revealed that customer delights in online shopping were experienced in various purchase steps by various marketing elements. Based on the results the study provided research propositions exploring the effects of expectation vs surprise, monetary vs non-monetary/emotional benefits/rewards, and core marketing elements vs augmented services on delight experiences.

• 한국식품영양학회지
• /
• 제31권1호
• /
• pp.173-184
• /
• 2018

This research was conducted to examine coffee shop customers' preference and satisfaction by different types of promotion. Research samples ware adults with experience of any form of coffee shop promotion (n=209). Descriptive statistics, Chi-square, t-test and one-way ANOVA were used to analyze the relations among variables. Results showed that 'free coupon' was the most preferred ones. SNS was the most frequently used search method for coffee shop coupon promotion information. The most preferred event promotion was 'freebies', and preference levels were significantly different by age and employment status. 'Barista experience' was ranked highest in preference among cultural experience events. Drinking coffee was the most important purpose of visiting coffee shops, especially among unemployed, twenties, and women respondents. Coupon was evaluated the highest in usefulness and satisfaction among the three promotion methods. Event and cultural experience were preferred more by respondents in their twenties than those in their thirties. Results indicated that all promotion strategies are effective for increasing customer satisfaction and for inducing revisit. Findings also showed that preference for promotion was affected by customer characteristics such as age and gender. Therefore, coffee shops should consider using the most effective and attractive promotion strategy for their target market, while maintaining a consistent service quality level to fulfill customer expectation.

• 한국조리학회지
• /
• 제11권1호
• /
• pp.30-49
• /
• 2005

This study was done to figure out what sort of service quality the visitors of a theme park think much of. The service quality of theme park is the most important factor for customer's satisfaction, and such satisfaction can lead them to have repurchase intention. Most of the customers revisit a theme park on the basis of their own past experience and information through their friends, which means that service quality plays an important role in the theme park. The intention of revisit is strongly influenced by the primary factor of service quality and price. The neat appearances of its clerks, guideboard, buildings, structures, facilities and so on are the most important part in the properties of service quality. By the above mentioned strategy, the customer's devotion and the long-term expectation of profits could be realized. In other words, high qualified service is the basis of the service marketing for the theme park, contributes to enhancing customer's trust, and promotes communications about the theme park with one another in a friendly way. Besides, it can increase the number of visitors and cause the customers to perceive highly the value of the theme park.